UK Customer Care Manager

JR United Kingdom; Wolverhampton; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading automotive manufacturer in the UK seeks a Customer Care Manager to drive customer service excellence. This role requires strong leadership and problem-solving skills, ensuring customer satisfaction while managing service procedures and team dynamics. Join a dynamic and diverse team working in a secure corporate structure.

Benefits

Competitive compensation package

Culturally enriching role

Start-up energy within secure corporate structures

Qualifications

• Experience in providing customer service support is essential.
• Knowledge of customer service metrics and performance evaluation.
• Ability to handle high-pressure situations and meet deadlines.

Responsibilities

• Implement customer service policies and procedures.
• Recruit and lead a team of customer service staff.
• Provide training and mentorship to team members.

Skills

Communication

Problem Solving

Leadership

Customer Orientation

Agility

Self-motivation

Education

Recognized qualification in automotive environment

Tools

Excel

Microsoft Office

SAP

Customer service software

Job description

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Changan Automobile, one of the world’s leading automotive manufacturers from China, brings a rich heritage and global reach to the UK market. With a presence in Europe & UK since the early 2000s through design and R&D centres, Changan has now established its UK National Sales Company, marking a new commitment to the region. Operations across multiple European markets will begin in 2025, introducing Changan's vehicle line up that blends European design excellence with advanced Chinese technology. Driven by innovation and quality, Changan is excited to deliver intelligent, stylish, and sustainable mobility solutions tailored for Europe & UK.

Overview of Role

We are seeking an experienced Customer Care Manager to support the setup of Customer Service excellence for the UK. Your goal is to ensure absolute customer satisfaction, respond to customer inquiries, resolve issues, and build lasting relationships with our customers. Responsibilities include setting up third-party call centres and implementing strategies to improve quality of service, customer retention, and customer satisfaction.

Our ideal candidate will possess excellent communication skills, a customer-oriented attitude, and leadership abilities with extensive knowledge in problem solving, aptitude, resourcefulness, methodical and consistent approach, following correct processes, and working within recognized authority and escalation levels.

Reporting to the After Sales Director, the role requires a hands-on approach as we scale the business from the ground up. As the Customer Care Manager, you’ll have the opportunity to use your Customer Service expertise to shape the Changan business in the UK.

This will be aligned with and supported by teams in Europe and China, delivering the same outstanding levels as the Changan product.

The role will be based at our NSC in Birmingham.

Requirements

• A recognized qualification or relevant experience within the automotive environment
• Experience in providing customer service support
• Knowledge of performance evaluation and customer service metrics
• Systems experience with Excel, Microsoft Office, SAP, and customer service software
• Outstanding written and verbal communication skills
• Strong decision-making and problem-solving skills
• Good business acumen
• Ability to build and maintain effective relationships
• Agility and flexibility
• Self-motivation, initiative, and enthusiasm
• Ability to handle high-pressure situations
• Commitment to meeting deadlines
• Passion for technology and digitalization in the automotive industry

Duties & Responsibilities

• Implement customer service policies and procedures
• Recruit, manage, and lead a team of customer service staff
• Support the setup of call centres where required
• Provide training and mentorship to team members
• Respond to customer service issues promptly
• Create effective customer service procedures, policies, and standards
• Develop customer satisfaction goals and coordinate with the team to meet them
• Engage with customers and build relationships to promote retention
• Conduct regular audits and performance assessments of the team
• Implement strategies to improve service quality, productivity, and profitability
• Act as an ambassador for dealer relationships across the region
• Support retention targets within a world-class customer experience framework

Other Features

• A culturally enriching role with the opportunity to build something monumental.
• A diverse, multinational team.
• Start-up energy within secure corporate structures.
• Competitive, rewarding compensation package based on qualifications and experience.

If selected for an interview, our recruitment team will contact you directly. Due to the high volume of applications, we are unable to inform candidates who are not shortlisted or provide specific feedback.